Optimalisasi Layanan Guest Service Center Dalam Menciptakan Kepuasan Tamu (Studi Pada Gumaya Tower Hotel Semarang)
Keywords:
Guest Service Center, Hotel, Satisfaction, Service
Abstract
The presence of hotels as a tourism-supporting industry is expected to be able to meet tourist expectations. As the tourism sector develops, the hotel industry continues to grow. The large number of accommodation service providers means that hotel management faces business competition. Service instruments can be one of the considerations for used. The success of the hotel business is not only related to strategy but also to the communication carried out. Through the guest service centre division, it is hoped that it will support the achievement of sustainability and hotel guest satisfaction. This study uses a qualitative research design in an effort to uncover service practices carried out at the Gumaya Tower Hotel. To produce quality interview data, service instruments were used in this research. Some of these instruments include responsiveness, assurance, empathy, reliability, and tangible. Guest service centre staff were chosen as research informants. The Miles Huberman method was used to maintain the quality of the data produced. In an effort to maintain the validity of the data, triangulation techniques were used in this research. The Gumaya Tower Hotel staff has fully implemented the service concept, according to the analysis. This instrument is able to provide hotel guests with satisfaction. Furthermore, the findings of this research can be used as a guide to creating quality services.
References
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Calza, F., Sorrentino, A., & Tutore, I. (2023). Combining corporate environmental sustainability and customer experience management to build an integrated model for decision-making. Management Decision, 61(13), 54–84. https://doi.org/10.1108/MD-05-2022-0613
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Crespi-Vallbona, M., Noguer-Juncà, E., Louzao, N., & Coromina, L. (2023). Barcelona hotel employees and their conception of fair work. An exploratory study. Equality, Diversity and Inclusion: An International Journal, 42(9), 56–74. https://doi.org/10.1108/EDI-08-2022-0232
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Fan, A., Van Hoof, H. B., Dou, X., & Serrano, A. L. (2023). The impact of linguistic style on customer satisfaction: A cross-cultural empirical study in Ecuador. International Hospitality Review, 37(1), 125–142. https://doi.org/10.1108/IHR-04-2021-0028
Fan, W., Liu, Y., Li, H., Tuunainen, V. K., & Lin, Y. (2022). Quantifying the effects of online review content structures on hotel review helpfulness. Internet Research, 32(7), 202–227. https://doi.org/10.1108/INTR-11-2019-0452
Gallarza, M. G., Sánchez-Fernández, R., Arteaga-Moreno, F., & Del Chiappa, G. (2021). Active and Reactive Value Dimensions: A Dynamic-Based Perspective in the Hotel Sector. Journal of Hospitality and Tourism Research. https://doi.org/10.1177/1096348020988313
Hudson, S., & Tung, V. (2016). Appealing to Tourists Via Branded Entertainment: From Theory to Practice. Journal of Travel and Tourism Marketing, 33, 123–137. https://doi.org/10.1080/10548408.2015.1008671
Inigo, E. A., Albareda, L., & Ritala, P. (2017). Business model innovation for sustainability: Exploring evolutionary and radical approaches through dynamic capabilities. Industry and Innovation, 24(5), 515–542. https://doi.org/10.1080/13662716.2017.1310034
Jamal, T., & Budke, C. (2020). Tourism in a world with pandemics: Local-global responsibility and action. Journal of Tourism Futures, 6(2), 181–188. https://doi.org/10.1108/JTF-02-2020-0014
Kalia, P., Kaushal, R., Singla, M., & Parkash, J. (2021). Determining the role of service quality, trust and commitment to customer loyalty for telecom service users: A PLS-SEM approach. The TQM Journal, 33(7), 377–396. https://doi.org/10.1108/TQM-04-2021-0108
Khalil, N., Che Abdullah, S. N., Haron, S. N., & Hamid, M. Y. (2022). A review of green practices and initiatives from stakeholder’s perspectives towards sustainable hotel operations and performance impact. Journal of Facilities Management. Scopus. https://doi.org/10.1108/JFM-03-2022-0025
Khoo, K. L. (2022). A study of service quality, corporate image, customer satisfaction, revisit intention and word-of-mouth: Evidence from the KTV industry. PSU Research Review, 6(2), 105–119. https://doi.org/10.1108/PRR-08-2019-0029
Kotler, P., & Armstrong, G. (2018). Principles of Marketing 17th Global Edition.
Mahanani, S., & Sulistyo, A. (2023). Analisa Tingkat Kepuasan Pengunjung Teras Malioboro dalam Upaya Menciptakan Pengelolaan Berkelanjutan. Jurnal Manajemen Perhotelan dan Pariwisata, 6(2), 505–513. https://doi.org/10.23887/jmpp.v6i2.63202
Migliaccio, G., & De Palma, A. (2024). Profitability and financial performance of Italian real estate companies: Quantitative profiles. International Journal of Productivity and Performance Management, 73(11), 122–160. https://doi.org/10.1108/IJPPM-02-2023-0075
Mistry, T. G., Okumus, F., & Orlowski, M. (2023). Employee perceptions of diversity management in the hospitality industry. International Hospitality Review, 37(2), 265–285. https://doi.org/10.1108/IHR-05-2021-0041
Mohammed, A., & Al-Swidi, A. (2019). The influence of CSR on perceived value, social media and loyalty in the hotel industry. Spanish Journal of Marketing - ESIC, 23(3), 373–396. https://doi.org/10.1108/SJME-06-2019-0029
Norizan, N., & Halim, N. (2023). Co-designing the smart tourism experience for all-inclusive hotels as a new trend in staycation experience. In Routledge Handbook of Trends and Issues in Tourism Sustainability, Planning and Development, Management, and Technology (pp. 432–443). Scopus. https://doi.org/10.4324/9781003291763-40
Omopariola, E. D., Windapo, A. O., Edwards, D. J., Aigbavboa, C. O., Yakubu, S. U.-N., & Obari, O. (2024). Modelling the domino effect of advance payment system on project cash flow and organisational performance. Engineering, Construction and Architectural Management, 31(13), 59–78. https://doi.org/10.1108/ECAM-03-2023-0254
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1984). A Conceptual Model of Service Quality and Its I-mplications for Future Research. Journal of Marketing, 49, 41–50. https://doi.org/10.1177/002224298504900403
Salama, W. M. E., & Mansour, H. (2022). The Impact of Covid-19 Pandemic on Green Hotel Management. African Journal of Hospitality, Tourism and Leisure, 11(2), 440–456. Scopus. https://doi.org/10.46222/ajhtl.19770720.235
Salindri, Y. A., Sulistyo, A., Annisa, R. N., Hadianto, F., & Arifkusuma, M. B. (2022). Pemberdayaan UKM YAD Blangkon Yogyakarta Melalui Pemasaran Berbasis Digital Sebagai Upaya Menembus Pasar Global. Jurnal Inovasi dan Pengabdian Masyarakat Indonesia, Vol.1No. 4, 41–46.
Snis, U. L., Olsson, A. K., & Bernhard, I. (2021). Becoming a smart old town – How to manage stakeholder collaboration and cultural heritage. Journal of Cultural Heritage Management and Sustainable Development, 11(4), 627–641. https://doi.org/10.1108/JCHMSD-10-2020-0148
Sthapit, E., & Björk, P. (2022). Sources of negative memorable experiences: Finnish Airbnb guest perspectives. Consumer Behavior in Tourism and Hospitality, 17(4), 382–395. https://doi.org/10.1108/CBTH-02-2022-0045
Stravinskiene, J., Matuleviciene, M., & Hopeniene, R. (2021). Impact of corporate reputation dimensions on consumer trust. Engineering Economics, 32(2), 177–192. Scopus. https://doi.org/10.5755/j01.ee.32.2.27548
Suandari, N. K., Astuti, N. W. W., & Darmayanti, P. W. (2023). Upaya Guest Service Assistant dalam Memberikan Pelayanan Kepada Tamu di Tejaprana Resort & Spa.
Sulistyo, A. (2021). Sme’s Strategy in Creating Sustainable Business During Covid-19 Towards the New Normal Era Based on Marketing Mix Perspective: Proceedings of the International Conference on Health and Medical Sciences (AHMS 2020). International Conference on Health and Medical Sciences (AHMS 2020), Yogyakarta, Indonesia. https://doi.org/10.2991/ahsr.k.210127.044
Sulistyo, A., Christyanta, D., Suharyono, E., Rahmawati, A., Mahanani, S., Djamil, F. D., & Kristianto, D. A. (2023). Konsep Ecotourism Dalam Menciptakan Pariwisata Berkelanjutan (Desa Wisata Patihan). Jurnal Warta Pariwisata, 21(2), 32–41. https://doi.org/10.5614/wpar.2023.21.2
Sulistyo, A., Noviati, F., Yudiandri, T. E., Rahmawati, A., Suharyono, E., & Kristianto, D. A. (2023). Implementasi Prinsip Pariwisata Berkelanjutan Melalui Pengelolaan Berbasis Masyarakat: Studi Pada Desa Wisata Poncokusumo. Journal of Research on Business and Tourism, 3(2), 95–107. https://doi.org/10.37535/104003220233
Sulistyo, A., & Salindri, Y. A. (2019). Analisa Tingkat Kepuasan Wisatawan Terhadap Sarana Transportasi Dalam Upaya Menciptakan Kawasan Wisata Terintegrasi Di Yogyakarta. Studi Kasus: Taman Sari, Kraton, Titik Nol Kilometer Dan Malioboro. Jurnal Kepariwisataan, 13.
Troisi, O., Visvizi, A., & Grimaldi, M. (2023). Digitalizing business models in hospitality ecosystems: Toward data-driven innovation. European Journal of Innovation Management, 26(7), 242–277. https://doi.org/10.1108/EJIM-09-2022-0540
Ullrich, A., Reißig, M., Niehoff, S., & Beier, G. (2023). Employee involvement and participation in digital transformation: A combined analysis of literature and practitioners’ expertise. Journal of Organizational Change Management, 36(8), 29–48. https://doi.org/10.1108/JOCM-10-2022-0302
Waller, G., & Abbasian, S. (2022). An assessment of crisis management techniques in hotels in London and Stockholm as response to COVID-19’s economic impact. International Journal of Contemporary Hospitality Management, 34(6), 2134–2153. https://doi.org/10.1108/IJCHM-08-2021-1007
Wibowo, B. Y., & Setyawan, N. A. (2024). The Sustainability of Lasem Batik in Terms of Green Marketing and Brand Quality. Quality - Access to Success, 25(198), 284–291. Scopus. https://doi.org/10.47750/QAS/25.198.31
Yin, P., Chu, J., Wu, J., Ding, J., Yang, M., & Wang, Y. (2020). A DEA-based two-stage network approach for hotel performance analysis: An internal cooperation perspective. Omega (United Kingdom), 93. https://doi.org/10.1016/j.omega.2019.02.004
Barrera-Barrera, R. (2023). Identifying the attributes of consumer experience in Michelin-starred restaurants: A text-mining analysis of online customer reviews. British Food Journal, 125(13), 579–598. https://doi.org/10.1108/BFJ-05-2023-0408
BPS. (2023, December 29). Statistik Hotel dan Akomodasi Lainnya di Indonesia 2023. https://www.bps.go.id/id/publication/2023/12/29/d9c277bd3ad62674f53e454a/statistik-hotel-dan-akomodasi-lainnya-di-indonesia-2023.html
Brida, J. G., Meleddu, M., & Pulina, M. (2016). Understanding museum visitors’ experience: A comparative study. Journal of Cultural Heritage Management and Sustainable Development, 6(1), 47–71. https://doi.org/10.1108/JCHMSD-07-2015-0025
Buchori, A., Sulistyo, A., Yudiandri, T. E., Arifkusuma, M. B., Hadianto, F., Aguilera, E., & Saputra, I. (2023). Inovasi Desa Wisata Dalam Menciptakan Pengelolaan dan Pemasaran Berkelanjutan (Studi Pada Desa Wisata Berprestasi). Journal of Tourism Destination and Attraction, 11(2), 89–100. https://doi.org/10.35814/tourism.v11i2.5392
Calza, F., Sorrentino, A., & Tutore, I. (2023). Combining corporate environmental sustainability and customer experience management to build an integrated model for decision-making. Management Decision, 61(13), 54–84. https://doi.org/10.1108/MD-05-2022-0613
Chamidah, N., Guntoro, B., & Sulastri, E. (2020). Marketing communication and synergy of pentahelix strategy on satisfaction and sustainable tourism. Journal of Asian Finance, Economics and Business, 7(3), 177–190. Scopus. https://doi.org/10.13106/jafeb.2020.vol7.no3.177
Clarke, J., & Bowen, D. (2021). Repeat tourists and familiar place formation: Conversion, inheritance and discovery. Journal of Destination Marketing and Management, 20. Scopus. https://doi.org/10.1016/j.jdmm.2021.100605
Cornelisse, M. (2020). Sustainability in Ylläs: One focus, various interpretations. Journal of Tourism Futures, 6(1), 40–56. https://doi.org/10.1108/JTF-01-2019-0003
Crespi-Vallbona, M., Noguer-Juncà, E., Louzao, N., & Coromina, L. (2023). Barcelona hotel employees and their conception of fair work. An exploratory study. Equality, Diversity and Inclusion: An International Journal, 42(9), 56–74. https://doi.org/10.1108/EDI-08-2022-0232
Creswell, J. H. (n.d.). Penelitian Kualitatif dan Desain Riset. Pustaka Pelajar.
Creswell, J. W. (2019). Research Design: Pendekatan Metode Kualitatif, Kuantitatif dan Campuran (p. 7). Pustaka Pelajar.
Datiko, D. B. (2024). The customer-centric-marketing (CCM) perspectives in the tourism and hospitality sector: Insight from a developing country. International Journal of Tourism Policy, 14(1), 37–53. Scopus. https://doi.org/10.1504/IJTP.2024.135429
Donate, M. J., Guadamillas, F., & González-Mohíno, M. (2023). Solving task management conflict in hotel establishments through knowledge management tools: Effects on innovation capabilities. Journal of Knowledge Management, 27(11), 157–186. https://doi.org/10.1108/JKM-10-2022-0852
Dsouza, M. P., Shetty, A., Dinesh, T. K., & Damodar, P. (2023). Stimulating employee performance and well-being: A review of mindfulness impact in the hospitality sector. IIMBG Journal of Sustainable Business and Innovation, 1(1), 4–17. https://doi.org/10.1108/IJSBI-06-2023-0037
Duarte Alonso, A., Bressan, A., Kok, S. K., Sakellarios, N., Koresis, A., O’Shea, M., Buitrago Solis, M. A., & Santoni, L. J. (2021). Facing and responding to the COVID-19 threat – an empirical examination of MSMEs. European Business Review, 33(5), 775–796. https://doi.org/10.1108/EBR-09-2020-0231
Fan, A., Van Hoof, H. B., Dou, X., & Serrano, A. L. (2023). The impact of linguistic style on customer satisfaction: A cross-cultural empirical study in Ecuador. International Hospitality Review, 37(1), 125–142. https://doi.org/10.1108/IHR-04-2021-0028
Fan, W., Liu, Y., Li, H., Tuunainen, V. K., & Lin, Y. (2022). Quantifying the effects of online review content structures on hotel review helpfulness. Internet Research, 32(7), 202–227. https://doi.org/10.1108/INTR-11-2019-0452
Gallarza, M. G., Sánchez-Fernández, R., Arteaga-Moreno, F., & Del Chiappa, G. (2021). Active and Reactive Value Dimensions: A Dynamic-Based Perspective in the Hotel Sector. Journal of Hospitality and Tourism Research. https://doi.org/10.1177/1096348020988313
Hudson, S., & Tung, V. (2016). Appealing to Tourists Via Branded Entertainment: From Theory to Practice. Journal of Travel and Tourism Marketing, 33, 123–137. https://doi.org/10.1080/10548408.2015.1008671
Inigo, E. A., Albareda, L., & Ritala, P. (2017). Business model innovation for sustainability: Exploring evolutionary and radical approaches through dynamic capabilities. Industry and Innovation, 24(5), 515–542. https://doi.org/10.1080/13662716.2017.1310034
Jamal, T., & Budke, C. (2020). Tourism in a world with pandemics: Local-global responsibility and action. Journal of Tourism Futures, 6(2), 181–188. https://doi.org/10.1108/JTF-02-2020-0014
Kalia, P., Kaushal, R., Singla, M., & Parkash, J. (2021). Determining the role of service quality, trust and commitment to customer loyalty for telecom service users: A PLS-SEM approach. The TQM Journal, 33(7), 377–396. https://doi.org/10.1108/TQM-04-2021-0108
Khalil, N., Che Abdullah, S. N., Haron, S. N., & Hamid, M. Y. (2022). A review of green practices and initiatives from stakeholder’s perspectives towards sustainable hotel operations and performance impact. Journal of Facilities Management. Scopus. https://doi.org/10.1108/JFM-03-2022-0025
Khoo, K. L. (2022). A study of service quality, corporate image, customer satisfaction, revisit intention and word-of-mouth: Evidence from the KTV industry. PSU Research Review, 6(2), 105–119. https://doi.org/10.1108/PRR-08-2019-0029
Kotler, P., & Armstrong, G. (2018). Principles of Marketing 17th Global Edition.
Mahanani, S., & Sulistyo, A. (2023). Analisa Tingkat Kepuasan Pengunjung Teras Malioboro dalam Upaya Menciptakan Pengelolaan Berkelanjutan. Jurnal Manajemen Perhotelan dan Pariwisata, 6(2), 505–513. https://doi.org/10.23887/jmpp.v6i2.63202
Migliaccio, G., & De Palma, A. (2024). Profitability and financial performance of Italian real estate companies: Quantitative profiles. International Journal of Productivity and Performance Management, 73(11), 122–160. https://doi.org/10.1108/IJPPM-02-2023-0075
Mistry, T. G., Okumus, F., & Orlowski, M. (2023). Employee perceptions of diversity management in the hospitality industry. International Hospitality Review, 37(2), 265–285. https://doi.org/10.1108/IHR-05-2021-0041
Mohammed, A., & Al-Swidi, A. (2019). The influence of CSR on perceived value, social media and loyalty in the hotel industry. Spanish Journal of Marketing - ESIC, 23(3), 373–396. https://doi.org/10.1108/SJME-06-2019-0029
Norizan, N., & Halim, N. (2023). Co-designing the smart tourism experience for all-inclusive hotels as a new trend in staycation experience. In Routledge Handbook of Trends and Issues in Tourism Sustainability, Planning and Development, Management, and Technology (pp. 432–443). Scopus. https://doi.org/10.4324/9781003291763-40
Omopariola, E. D., Windapo, A. O., Edwards, D. J., Aigbavboa, C. O., Yakubu, S. U.-N., & Obari, O. (2024). Modelling the domino effect of advance payment system on project cash flow and organisational performance. Engineering, Construction and Architectural Management, 31(13), 59–78. https://doi.org/10.1108/ECAM-03-2023-0254
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1984). A Conceptual Model of Service Quality and Its I-mplications for Future Research. Journal of Marketing, 49, 41–50. https://doi.org/10.1177/002224298504900403
Salama, W. M. E., & Mansour, H. (2022). The Impact of Covid-19 Pandemic on Green Hotel Management. African Journal of Hospitality, Tourism and Leisure, 11(2), 440–456. Scopus. https://doi.org/10.46222/ajhtl.19770720.235
Salindri, Y. A., Sulistyo, A., Annisa, R. N., Hadianto, F., & Arifkusuma, M. B. (2022). Pemberdayaan UKM YAD Blangkon Yogyakarta Melalui Pemasaran Berbasis Digital Sebagai Upaya Menembus Pasar Global. Jurnal Inovasi dan Pengabdian Masyarakat Indonesia, Vol.1No. 4, 41–46.
Snis, U. L., Olsson, A. K., & Bernhard, I. (2021). Becoming a smart old town – How to manage stakeholder collaboration and cultural heritage. Journal of Cultural Heritage Management and Sustainable Development, 11(4), 627–641. https://doi.org/10.1108/JCHMSD-10-2020-0148
Sthapit, E., & Björk, P. (2022). Sources of negative memorable experiences: Finnish Airbnb guest perspectives. Consumer Behavior in Tourism and Hospitality, 17(4), 382–395. https://doi.org/10.1108/CBTH-02-2022-0045
Stravinskiene, J., Matuleviciene, M., & Hopeniene, R. (2021). Impact of corporate reputation dimensions on consumer trust. Engineering Economics, 32(2), 177–192. Scopus. https://doi.org/10.5755/j01.ee.32.2.27548
Suandari, N. K., Astuti, N. W. W., & Darmayanti, P. W. (2023). Upaya Guest Service Assistant dalam Memberikan Pelayanan Kepada Tamu di Tejaprana Resort & Spa.
Sulistyo, A. (2021). Sme’s Strategy in Creating Sustainable Business During Covid-19 Towards the New Normal Era Based on Marketing Mix Perspective: Proceedings of the International Conference on Health and Medical Sciences (AHMS 2020). International Conference on Health and Medical Sciences (AHMS 2020), Yogyakarta, Indonesia. https://doi.org/10.2991/ahsr.k.210127.044
Sulistyo, A., Christyanta, D., Suharyono, E., Rahmawati, A., Mahanani, S., Djamil, F. D., & Kristianto, D. A. (2023). Konsep Ecotourism Dalam Menciptakan Pariwisata Berkelanjutan (Desa Wisata Patihan). Jurnal Warta Pariwisata, 21(2), 32–41. https://doi.org/10.5614/wpar.2023.21.2
Sulistyo, A., Noviati, F., Yudiandri, T. E., Rahmawati, A., Suharyono, E., & Kristianto, D. A. (2023). Implementasi Prinsip Pariwisata Berkelanjutan Melalui Pengelolaan Berbasis Masyarakat: Studi Pada Desa Wisata Poncokusumo. Journal of Research on Business and Tourism, 3(2), 95–107. https://doi.org/10.37535/104003220233
Sulistyo, A., & Salindri, Y. A. (2019). Analisa Tingkat Kepuasan Wisatawan Terhadap Sarana Transportasi Dalam Upaya Menciptakan Kawasan Wisata Terintegrasi Di Yogyakarta. Studi Kasus: Taman Sari, Kraton, Titik Nol Kilometer Dan Malioboro. Jurnal Kepariwisataan, 13.
Troisi, O., Visvizi, A., & Grimaldi, M. (2023). Digitalizing business models in hospitality ecosystems: Toward data-driven innovation. European Journal of Innovation Management, 26(7), 242–277. https://doi.org/10.1108/EJIM-09-2022-0540
Ullrich, A., Reißig, M., Niehoff, S., & Beier, G. (2023). Employee involvement and participation in digital transformation: A combined analysis of literature and practitioners’ expertise. Journal of Organizational Change Management, 36(8), 29–48. https://doi.org/10.1108/JOCM-10-2022-0302
Waller, G., & Abbasian, S. (2022). An assessment of crisis management techniques in hotels in London and Stockholm as response to COVID-19’s economic impact. International Journal of Contemporary Hospitality Management, 34(6), 2134–2153. https://doi.org/10.1108/IJCHM-08-2021-1007
Wibowo, B. Y., & Setyawan, N. A. (2024). The Sustainability of Lasem Batik in Terms of Green Marketing and Brand Quality. Quality - Access to Success, 25(198), 284–291. Scopus. https://doi.org/10.47750/QAS/25.198.31
Yin, P., Chu, J., Wu, J., Ding, J., Yang, M., & Wang, Y. (2020). A DEA-based two-stage network approach for hotel performance analysis: An internal cooperation perspective. Omega (United Kingdom), 93. https://doi.org/10.1016/j.omega.2019.02.004
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